Multi-Modal Dialogue in Mobile Environments (IDS-02) June 17-19, 2002 Kloster Irsee, Germany

Towards Quantifying the Influence of User Expectation on the Quality of Mobile Services

Sebastian Möller

Institute of Communication Acoustics. Ruhr-Universität Bochum, Germany

This paper identifies influencing factors on the user's quality perception which are linked to his/her expectation. Emphasis is put on mobile situations and on services which may offer information using different media. For human-to-human speech communication services experimental results are presented. They are interpreted with the help of diffusion theory, and categorized according to a newly developed quality of service schematic.

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Bibliographic reference.  Möller, Sebastian (2002): "Towards quantifying the influence of user expectation on the quality of mobile services", In IDS-2002, paper 3; 15 pp.